1win Casino - Der Rückzug des Spielers hat sich verzögert.

Hello, my complaint is about a withdrawal I made on December 6th, and I still can't withdraw. My account is verified, and I have met all the requirements they ask for to make withdrawals, but it is still showing as a pending withdrawal. I contacted them via email, but they told me to be patient and not to worry, claiming the delay is supposedly because the bank in my city has not credited the transfer. I went to the bank to inquire about it, and they told me there was no movement or transfer of that type, meaning, in few words, they told me that no transfer had been sent to my account. I know it is not a lot of money, which is why I am filing the complaint, but if they scam people for $900 pesos, I can't imagine when the amounts are much higher. Lastly, the casino's terms and conditions clearly state that withdrawals take around 24 to 72 hours, which they obviously do not fulfill. This casino is a real scam.

Hola, mi queja es sobre un retiro que ise el día 6 de diciembre y que aún no puedo retirar mi cuenta está verificada ya ise todo los requisitos que piden para poder hacer retiros pero aún se encuentra como retiro pendiente y me comunique vía correo pero me dicen que tenga paciencia que no me preocupe que el retraso es por qué supuestamente el banco de mi ciudad no a acreditado la transferencia fui al banco a preguntar sobre eso y me dijeron que no tenía ningún movimiento tipo de transferencia de ese tipo osea que en pocas palabras me dijeron que no me han mandado ninguna transferencia asia mi cuenta. Yo sé que no es mucho dinero por lo cual estoy levantando la queja pero si estafan por $900 pesos no me quiero imaginar cuando son cantidades mucho más altas. Y por último el los términos y condiciones del casino claramente dicen que los retiros tardan alrededor de 24 a 72 horas que obviamente no cumplen. Es una verdadera estafa ese casino.

Dear charlymv420,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello good evening or morning. Well, it's been about 17 days and regarding the verification of my account I had no problem with that, the verification was successful, I did each step exactly as they asked me to, otherwise if there had been a problem I wouldn't have been able to do the withdrawal process since they ask for account verification in order to withdraw but I still haven't received my withdrawal and on the other hand I can't access my account that I had in that casino anymore. It's strange, which is why my distrust and dissatisfaction with that casino is even more 1win is a scam

Hola buenas noches o días. pues ya pasaron alrededor de 17 días y sobre la verificación de mi cuenta no tuve ningún problema en eso la verificación fue exitosa ise cada paso tal cual como me lo pedían de lo contrario si hubiera habido algún problema no me hubiera dejado hacer el proceso del retiro ya que piden la verificación de la cuenta para poder retirar pero aún no recibo mi retiro y por otra parte ya no puedo acceder a mi cuenta que tenía en ese casino. Esta raro por lo cual mi desconfianza e inconformidad con ese casino es aún más 1win es una estafa

Thank you for your reply.

Am I correct in understanding that you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Did you accumulate your winnings with or without a bonus?

1. Verification was successful

2. No, since it was my first time playing at that casino.

3. In slots.

4. It was without any kind of bonus.

1. La verificación fue exitosa

2. No, ya que era la primera vez que jugaba en ese casino.

3. En tragamonedas.

4. Fue sin ningún tipo de bono.

Thank you very much, charlymv420, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear charlymv420, I’ve just gone over your case and I'm sorry to hear about the difficulties you're facing with withdrawal. I’ll reach out to the casino to see how I can assist you further once they respond.

Dear 1win Casino, I would like to bring you into this conversation to help resolve the player's complaint. Could you please provide additional details about the case? Specifically, when was the withdrawal processed on your end? Also, could you explain why the player is unable to access their account currently?

I look forward to your response. If you have any supporting evidence, feel free to send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

Your withdrawal was rejected by the payment system and the funds were returned to your game balance. We apologize for the inconvenience. Please repeat the withdrawal.

Best regards, 1win team.

Добрый день!

Ваш вывод был отклонен платежной системой и денежные средства вернулись на Ваш игровой баланс. Приносим извинения за доставленные неудобства. Повторите, пожалуйста, вывод средств.

С уважением, команда 1win.

Dear charlymv420, please check if you can request a new withdrawal. Do you have only the SPEI method available for a withdrawal or can you choose another one?

Hello. I made the withdrawal again on January 4th. But I received a notification that the 1win.mx website is under maintenance.

This was the notification that came to me via text message

Hola. Ise de nuevo el retiro el día 4 de enero. Pero me llegó una notificación de que la página 1win.mx está en mantenimiento.

Esta fue la notificación que me llegó por mns de texto

I think there are too many obstacles to be able to make a withdrawal, they just want to get to the point where the client gets angry and no longer claims the winnings. I insist that 1win is a real SCAM AND A FRAUD. 👎

Creo que son demasiadas trabas para poder hacer un retiro, solo quieren llegar al punto de que el cliente se enfade y ya no reclamar las ganancias. Insisto de que 1win es una verdadera ESTAFA Y UN FRAUDE. 👎

And the answer to your second question is YES, IT ONLY LET ME MAKE WITHDRAWALS THROUGH SPEI.

Y la respuesta a su segunda pregunta es SI SOLO ME DEJA HACER RETIROS POR SPEI.

They deleted everything from my account, the account where I had made the withdrawal was verified and the account I have today is not, it does not appear with my name, the date of birth is not correct, the cell phone number is not correct either, only the email is the same.

My deposit and withdrawal details are not there.

The ID number is not the same as it was.

What happens in these cases?

It is more than clear that 1win is a real scam and fraud in every sense of the word.

DO NOT PLAY AT THIS CASINO. THEY ARE SCAMMERS AND FRAUD WHEN YOU WANT TO MAKE WITHDRAWALS.

Me borraron todo lo de mi cuenta, la cuenta donde había realizado el retiro estaba verificada y la cuenta que tengo hoy no lo está, no aparece con mi nombre, la fecha de nacimiento no es la correcta, el número de celular tampoco es correcto, solo el correo electrónico si es el mismo.

Los detalles de mis depósitos y retiros no están.

El número ID no es el mismo que tenía.

¿Que pasa en estos casos?

Esta más que claro que 1win es una verdadera estafa y fraude en toda la expresión de la palabra.

NO JUEGUEN EN ESTE CASINO SON UNOS ESTAFADORES Y FRAUDE AL MOMENTO DE QUERER HACER RETIROS.

Dear charlymv420, do I understand correctly that you used your email to log in to your account on 1win.pro, but your account details are different? You shared the screenshot before and the message there says that it's impossible to use details from 1win.mx to log in on 1win.pro.

Dear 1win Casino, can you please share your comment about the situation the player encountered? How much time will your Mexican domain 1win.mx be under maintenance? In the meantime, what happens to the player's balance? Is it possible to withdraw it?

Good afternoon

Withdrawals have been returned to the game balance. Please try to withdraw again.

All your data, including balance, bets and betting history, are securely stored.

Best regards, 1win team.

Добрый день!

Выводы были возвращены на игровой баланс. Повторите, пожалуйста, попытку вывода.

Все ваши данные, включая баланс, ставки и историю ставок, надёжно сохранены.

С уважением, команда 1win.

Dear charlymv420, please, confirm if the money was returned to your balance. Can you please try to submit a new withdrawal request? Do you still have only SPEI available for withdrawal?

Hello good morning.

It won't let me log into the account. I've tried many times and I can't log in.

I tried to change the password and nothing tells me that my email does not exist.

Hola buen día.

No me deja ingresar a la cuenta ya le intente muchas veces y no puedo ingresar.

Trate de cambiar la contraseña y nada me dice que mi correo no existe.

Dear 1win Casino, please check what's going on with the player's account. Why he cannot log in?

It is more than clear that 1win casino IS TRASH... 💩💩💩

They only dedicate themselves to scamming 👎

THEY ARE SOME SCUM 1WIN

Es más que claro que casino 1win ES UNA BASURA... 💩💩💩

Solo se dedican a estafar 👎

SON UNOS LACRAS 1WIN

Good afternoon

Dear charlymv420 , have you tried to restore access to your account via your phone number?

We will definitely help you resolve this issue as soon as we have a complete understanding of the situation that has arisen.

Best regards, 1win team.

Добрый день!

Уважаемый charlymv420, вы пытались восстановить доступ к аккаунту через номер телефона?

Мы обязательно поможем Вам в решении данного вопроса, как только будем иметь полное представление о возникшей ситуации.

С уважением, команда 1win.

Obviously I tried but it doesn't let me use the email address or the phone number or anything...

Obviamente si le intente pero no me deja ni con el correo electrónico ni con el número de teléfono ni nada...

it won't let me...

no me deja...

Dear 1win Casino, have you checked the player's issue? Why does his user account no longer exist?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

The user account has not been deleted. On the user account with mail There is a balance for withdrawal of funds.

Dear charlymv420 , please check the data for correctness. We recommend that you perform the following actions:

- clear your browser cache and cookies

- disable browser extensions that may cause problems with the site

- use another browser/device

We also recommend that you use the current mirror of our site: https://1weepm.top/

Best regards, 1win team.

Добрый день!

Аккаунт пользователя не удален. На аккаунте пользователя с почтой charlymv420@gmail.com есть баланс для вывода средств.

Уважаемый charlymv420, проверьте корректность данных. Рекомендуем Вам выполнить следующие действия:

- очистить кэш и куки браузера

- отключить расширения браузера, которые могут вызвать проблемы с сайтом

- использовать другой браузер/устройство

Также рекомендуем Вам воспользоваться актуальным зеркалом нашего сайта: https://1weepm.top/

С уважением, команда 1win.

Casino 1win I come back and repeat but read very well please ... Although I managed to enter the account I CANNOT MAKE ANY WITHDRAWAL BECAUSE ABSOLUTELY NOTHING APPEARS TO ME I MEAN THE BALANCE I HAD IS NO LONGER THERE, DO YOU UNDERSTAND? YOU DELETED EVERYTHING I HAD IN MY ACCOUNT IF YOU GO TO THE ABOVE THE PUBLICATION YOU WILL SEE THE SCREENSHOTS THAT I TOOK WHERE ANOTHER ID NUMBER APPEARS WHERE IT APPEARS WITH ANOTHER NAME AND ANOTHER PHONE NUMBER YOU DELETED THE HISTORY OF WITHDRAWALS AND DEPOSITS ... HOW DO YOU WANT ME TO MAKE A WITHDRAWAL IF MY BALANCE DOES NOT APPEAR TO ME HOW THE FUCK DO YOU WANT ME TO DO IT!!! RETURN MY BALANCE TO ME AND I WILL GLADLY DO WHAT YOU ARE ASKING ME TO DO!!! IT'S CLEAR!!! 😡😡

Casino 1win vuelvo y repito pero lee muy bien porfavor ... Aunque yo logré entrar a la cuenta NO PUEDO HACER NINGUN RETIRO POR QUE NO ME APARECE ABSOLUTAMENTE NADAAAAAA OSEA EL SALDO QUE TENIA YA NO ESTA ¿COMPRENDE? ELIMINASTE TODO LO QUE TENIA EN MI CUENTA SI TE VAS ARRIBA DE LA PUBLICACION VERAS LAS CAPTURAS DE PANTALLA QUE TOME EN DONDE APARECE OTRO NUMERO ID DONDE APARECE CON OTRO NOMBRE Y OTRO NUMERO DE TELEFONO BORRASTE EL HISTORIAL DE RETIROS Y DEPOSITOS... COMO QUIERES QUE HAGA UN RETIRO SI MI SALDO NO ME APARECE COMO CHINGADOS QUIERES QUE LO HAGA!!! REGRESAME MI SALDO Y CON MUCHO GUSTO HAGO LO QUE ME ESTAS PIDIENDO QUE HAGA!!! ¡¡¡ESTA CLARO!!! 😡😡

Dear charlymv420, Could you please make a screen recording showing how you enter your email and log in to the account, as well as what personal details are displayed? Your help is much appreciated. You can send it to my email address: natalia.b@casino.guru.

Dear 1win Casino, Could you please share the user's account information displayed in your back office? I would appreciate it if you could send me a screenshot of the player's profile to my email address: natalia.b@casino.guru. Thank you.

Ready, I already sent it to you.

Listo ya se lo envié.

Dear 1win Casino, I haven't received any information from you.

I have received a screen recording from the player. When he tries to log in using his email address, there's an error "incorrect data". While the password remained the same, the player tried to log in using his mobile phone number and the account data were incorrect.

Good afternoon

We will provide information as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим информацию в самое ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Dear 1win Casino, I'll extend the timer for one more week. Hopefully, this will be enough for you to review the situation and share updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

7 more days??? It is obvious that 1win has nothing to justify what it did. We have been since December 18, 2024 and at no time has it been able to justify itself, it does not send evidence that says otherwise to the evidence that I already sent. And clarifying another point, it is no longer $ 900 but $ 2000 because WHEN MY FIRST WITHDRAWAL ATTEMPT FAILED AND THEY RETURNED THE MONEY TO MY ACCOUNT SO THAT I COULD REQUEST THE WITHDRAWAL AGAIN, I PLAYED AGAIN AND I WAS ABLE TO GO UP TO $ 2,000 AND THAT IS WHEN AFTER THERE I COULD NOT ENTER ANYMORE. BUT OH WELL Better deposit my money and matter closed ... 1win STOP FUCKING MAD I DON'T KNOW WHO IT IS WHO ANSWERS MANAGER OR REPRESENTATIVE OF THE CASINO YOU DO THE RIGHT THING AND STOP ACTUALLY BEING A FOOL NMS.

7 días más??? Es obvio que 1win no tiene nada que justifique lo que iso. Estamos desde el 18 de diciembre del 2024 y en ningún momento se a podido justificar no manda evidencia que diga lo contrario a las pruebas que yo ya envié. Y aclarando otro punto ya no son $900 si no $2000 por qué CUANDO MI PRIMERO INTENTO DE RETIRO FALLO Y ME REGRESARON EL DINERO A MI CUENTA PARA QUE VOLVIERA A SOLICITAR EL RETIRO JUGUE NUEVAMENTE Y PUDE SUBIR HASTA LOS $2,000 Y ES CUANDO DESPUÉS DE AHI YA NO PUDE ENTRARA. PERO EN FIN Mejor que me deposite mi dinero y asunto cerrado... 1win DEJATE DE MAMADAS NOSE QUIEN SEA QUIEN CONTESTE GERENTE O REPRESENTANTE DEL CASINO HAS LO CORRECTO Y DEJA DE HACERTE PENDEJO NMS.

Good afternoon

We passed the information on to specialists.

Dear charlymv420 , please try logging in to your account via email again. The issue should be resolved.

If you cannot log in, please send a screenshot of the error.

Best regards, 1win team.

Добрый день!

Мы передавали информацию специалистам.

Уважаемый charlymv420, повторите, пожалуйста, попытку входа в аккаунт через электронный адрес. Проблема должна быть решена.

Если Вы не сможете войти, то просим прислать скриншот с ошибкой.

С уважением, команда 1win.

WHAT ELSE DO YOU OCCUPY?

¿QUE MAS OCUPAS?

Dear 1win Casino, the issue persists, and you haven't explained what has been going on with the player's account, what's the nature of the error. I asked you to share any supporting evidence from your back office a month ago, however, you haven't shared any details at all. I will extend the timer for another 7 days, and hopefully, you will look into the issue and provide a solution within the set timeframe, otherwise, I will be forced to close the complaint as unresolved.

Good afternoon

We understand this situation and are trying to resolve it.

We ask the user to try logging into the game account again. The account is operating normally.

User balance saved.

Best regards, 1win team.

Добрый день!

Мы понимаем данную ситуацию и стараемся её решить.

Просим пользователя повторить попытку входа на игровой аккаунт. Аккаунт работает в штатном режиме.

Баланс пользователя сохранен.

С уважением, команда 1win.

Dear charlymv420, can you please try to log into your account again? Let us know if your attempt will be successful.

Okay, I was able to log in and my balance now appears. I'll try the withdrawal again.

Listo ya pude entrar y el saldo ahora sí me aparece. Intentaré el retiro nuevamente

I'm glad to hear that this technical issue was fixed, charlymv420.

Please, keep us updated regarding your withdrawal request.

The withdrawal request was successful and quite fast. 👍

Thanks Natalia 🌹

La solicitud de retiro fue un éxito y bastante rápido. 👍

Gracias Natalia 🌹

That's great! Thank you for the confirmation, charlymv420.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru